Technical Customer Support

SUMMARY

A Technical Customer Support Representative will act as a liaison, provide product/service information, and resolve emerging problems that our customer accounts might face with accuracy and efficiency. As a Technical Customer Support Representative, you will troubleshoot and investigate issues on multiple gaming platforms.

• Understand the company Mission, Vision, and Values and be an ambassador of MVV.
• Use company resources to field customer requests from locations, remote technicians, or market employees while documenting store information and details of the request.
• Utilize probing questions to properly define the customer issue.
• Document and take detailed notes in the support ticketing system.
• Provide phone support and remotely dial into location servers and devices to provide support for our products.
• Capable of hardware troubleshooting for all company devices and platforms.
• Troubleshoot Windows & Linux-based devices.
• Work in tandem with team members, field technicians, and developers.
• Follow up daily on tickets to ensure customers are taken care of as quickly as possible.
• Participate in daily tasking projects.

• Willingness and ability to work afternoons, nights, and weekend shifts and participate in on-call rotation.
• Excellent phone etiquette, oral and written communication skills.
• Experience with Windows 7-10 & Linux.
• Strong troubleshooting skills.
• 1+ years experience in customer service in a technical support role.
• 2+ years of experience with computer operations, including networking, hardware, and software.
• Experience with SQL Database language and/or Relational Database Management Systems (RDBMS) is preferred.
• Ability to take detailed notes during customer interactions and daily tasks.
• Ability to execute detailed and accurate replication plans.

The usual work environment is typical of an office environment, but reasonable accommodations may be made to enable individuals with disabilities to perform their essential functions. The noise level is usually moderate, with no material or weather-related hazards except those associated with travel.

The employee will be regularly required to sit, see, talk, and hear. Will also stand, use hands to finger, handle, or feel (including frequent use of manual dexterity for keyboarding), and reach with hands and arms. The employee will also be required to occasionally lift and/or move up to 50 pounds. Specific vision abilities required include close vision and ability to adjust focus.

Light & Wonder is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please  for EEOC Poster.